Customer Service Representative (all genders)

schleich®; Charlotte (NC); Hybrid; USD 52,000 - 68,000; Full time

Benefits offered by this job

6+ weeks PTO

Medical insurance for you and dependUK

401k

Job summary

Schleich USA, Inc. in Charlotte, NC is seeking a Customer Service Representative to support orders and data in SAP, with on-site work and 2 days remote per week.

You will manage the full order lifecycle, respond to inquiries, and collaborate with sales, logistics, and accounting to deliver accurate, timely service in a fast-paced environment.

Qualifications

• 3+ years of proven customer support experience.
• 3+ years' experience using SAP SD modules, master data & reporting.
• Proficiency in MS Excel (lookups, pivot tables).

Responsibilities

• Process customer orders accurately using SAP.
• Manage the full order lifecycle from entry through delivery.
• Respond to inquiries regarding order status, pricing, shipping, and returns.
• Process returns, credits, debit memos, and customer adjustments.
• Coordinate with sales, logistics, and accounting to resolve issues.
• Provide accurate information to customers and stakeholders.
• Maintain high customer satisfaction with timely follow-up.
• Maintain a professional, positive, customer-focused attitude.

Skills

Customer service

Attention to detail

Active listening

Multitasking

Education

High school diploma

Tools

SAP

MS Excel

Job description

This role is based on-site in our Charlotte, NC office with 2 days per week work-from-home flexibility.

Are you a quick learner and tenacious problem-solver with an eye for detail? Do you have 3+ years of customer service experience, including working with SAP and MS Excel? If so, we'd love to speak with you about a Customer Service Representative role at Schleich USA, Inc., the Americas headquarters of a beloved German toy brand.

We are looking for someone who thrives in a fast-paced environment, demonstrates a strong drive for results, and takes pride in delivering accurate, high-quality work. The ideal candidate is highly accountable, responsive to feedback, and comfortable working in an environment with frequent communication, follow-up, and attention to detail. They are able to effectively manage multiple priorities while maintaining exceptional accuracy and customer focus.

Our extremely competitive offering currently includes a casual fun work environment, 6+ weeks paid time off, FREE medical/dental/vision insurance for you and all dependents, unlimited online professional training, a casual and fun office environment, along with many other offerings like 401k, life and AD&D insurance, tuition reimbursement, etc. Not to mention the fact that you'll be working for an international toy company, loved by kids and adults alike for over 90 years!

This role is on-site with some work-from-home flexibility; 3 days in office and 2 days work from home.

Key Responsibilities

Customer Service & Order Management

• Process customer orders accurately using SAP
• Manage the full order lifecycle from order entry through delivery
• Respond to customer inquiries regarding order status, product availability, pricing, shipping, and returns and any other customer-related issues
• Process returns, credits, debit memos, and customer adjustments
• Coordinate with sales, logistics, and accounting teams to resolve customer issues
• Research issues and provide accurate and complete information to all stakeholders: customers, sales agents, sales and marketing teams
• Maintain a high level of customer satisfaction through timely follow-up and issue resolution
• Maintain a professional, positive, and customer-focused attitude at all times

SAP & Data Management

• Create, maintain, and update customer master data in SAP.
• Generate SAP reports and provide data analysis to internal stakeholders
• Monitor order processing activities and resolve system-related discrepancies
• Ensure data accuracy and compliance with company procedures

Experience and Other Requirements

• High school diploma and 3+ years of proven customer support experience
• 3+ years' recent experience using SAP, sales and distribution modules, master data & reporting
• Proficiency in MS Office applications, especially Excel (lookups, pivot tables, etc.)
• EDI knowledge is a plus
• Strong problem-solving skills and attention to detail
• Customer-focused approach and active listening
• Ability to multi-task, prioritize, and manage time effectively

Schleich is proud to be an Equal Employment Opportunity employer. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.